Overview

At CloudFactory, we are a mission-driven team passionate about unlocking the potential of AI to transform the world. By combining advanced technology with a global network of talented people, we make unusable data usable, driving real-world impact at scale.

More than just a workplace, we’re a global community founded on strong relationships and the belief that meaningful work transforms lives. Our commitment to earning, learning, and serving fuels everything we do as we strive to connect one million people to meaningful work and build leaders worth following.

Our Culture

At CloudFactory, we believe in building a workplace where everyone feels empowered, valued, and inspired to bring their authentic selves to work. We are:

• Mission-Driven: We focus on creating economic and social impact.
• People-Centric: We care deeply about our team’s growth, well-being, and sense of belonging.
• Innovative: We embrace change and find better ways to do things together.
• Globally Connected: We foster collaboration between diverse cultures and perspectives.

If you’re passionate about innovation, collaboration, and making a real impact, we’d love to have you on board!

Role Summary

As a Delivery Sector Lead, you will own accountability for the successful delivery of your portfolio of accounts, ensuring Quality First Every Time execution by meeting all internal and client SLAs consistently, while protecting and growing revenue. You will provide strategic oversight of your account portfolio, lead and develop your Delivery Owners, and act as a senior stakeholder across governance, risk, and client relationship activities. This is a high-impact opportunity to shape delivery outcomes for your sector while contributing to a mission-driven organization.

Responsibilities:

Client account ownership

• Provide longer-term, strategic oversight and planning of your account portfolio, maximizing retention and growth in your sector through strong partnerships with GTM colleagues and support and mentoring of your Delivery Owners.
• Maintain strong governance, and intervene where necessary, across the accounts within your portfolio. You are accountable for the operational health of all your accounts, ensuring they meet or exceed all quality metrics at all times. Any deviation from a green status must be managed back to green within 60 days.
• Sit as a senior stakeholder on QBRs for appropriate accounts, ensuring leadership representation from CloudFactory.
• Proactively identify and manage business risk related to service delivery within your portfolio, including managing and liaising with stakeholders across the company on a cross-functional basis.
• Proactively plan and execute business- and people-related risk and change management.
• Plan the deployment of people and resources to fulfill the needs of your accounts and any new ones as your portfolio grows.
• Identify the causes of churn and lessons learned, bringing those learnings to the DLT as actions for the wider business to implement.
• Drive actions to ensure growth, stability, and quality-first execution while achieving all metrics across your portfolio.

People leadership

• Own responsibility for all Delivery Owners within your portfolio, managing team members to maximize high performance and core team satisfaction against CloudFactory values and principles, while optimizing for utilization and efficiency.
• Support your DLT in cultivating and fostering a growth environment that invests in people, encouraging and supporting team members to develop through stretch goals, frequent feedback, and effective coaching.
• Support, lead, and coach your team to ensure maximum performance on a continuous basis, growing talent and supporting underperformers to succeed.
• Support, encourage, and role-model strong team working across locations and functions, both for your direct reports and peers, and across the business.

Requirements

Must-have skills (required)

• Experience at a senior leadership or management level in a service-oriented environment.
• Experience leading teams virtually on a global scale.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Outstanding communication skills, with the ability to communicate at all levels.
• Strong attention to detail.
• Able to drive deliverables through collaboration and cross-functional teamwork.
• Demonstrated proactive leadership of delivery objectives.
• Knowledge of creating and supporting career development plans, and of performance managing low performers.
• Experience growing talent and building succession plans within your team and the wider team.
• Understanding of business-to-business service environments.
• Able to create a positive work environment, maintain team morale, and establish healthy working relationships with team members.

Academic and professional requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field, or equivalent practical experience.
• Significant experience in service delivery, account management, or program management, including senior leadership experience in a service-oriented environment.

Benefits

• Great Mission and Culture
• Meaningful Work
• Market competitive salary
• Quarterly variable compensation
• Remote and Home working
• Comprehensive medical cover
• Personal development and growth opportunities

At CloudFactory, we believe that work should be more than just a job—it should be a platform for growth, impact, and community. Here, you’ll earn with purpose, learn every day, and serve a mission that truly matters. If you're looking for a career where you can develop professionally, contribute meaningfully, and be part of a global movement, we’d love to have you on this journey!

Join us today and be part of our mission to connect people and technology for a better world! Apply now and bring your whole, authentic self to work—we can’t wait to meet you!

• Provide longer-term, strategic oversight and planning of your account portfolio, maximizing retention and growth in your sector through strong partnerships with GTM colleagues and support and mentoring of your Delivery Owners.
• Maintain strong governance, and intervene where necessary, across the accounts within your portfolio. You are accountable for the operational health of all your accounts, ensuring they meet or exceed all quality metrics at all times. Any deviation from a green status must be managed back to green within 60 days.
• Sit as a senior stakeholder on QBRs for appropriate accounts, ensuring leadership representation from CloudFactory.
• Proactively identify and manage business risk related to service delivery within your portfolio, including managing and liaising with stakeholders across the company on a cross-functional basis.
• Proactively plan and execute business- and people-related risk and change management.
• Plan the deployment of people and resources to fulfill the needs of your accounts and any new ones as your portfolio grows.
• Identify the causes of churn and lessons learned, bringing those learnings to the DLT as actions for the wider business to implement.
• Drive actions to ensure growth, stability, and quality-first execution while achieving all metrics across your portfolio.
• Own responsibility for all Delivery Owners within your portfolio, managing team members to maximize high performance and core team satisfaction against CloudFactory values and principles, while optimizing for utilization and efficiency.
• Support your DLT in cultivating and fostering a growth environment that invests in people, encouraging and supporting team members to develop through stretch goals, frequent feedback, and effective coaching.
• Support, lead, and coach your team to ensure maximum performance on a continuous basis, growing talent and supporting underperformers to succeed.
• Support, encourage, and role-model strong team working across locations and functions, both for your direct reports and peers, and across the business.

• Experience at a senior leadership or management level in a service-oriented environment.
• Experience leading teams virtually on a global scale.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Outstanding communication skills, with the ability to communicate at all levels.
• Strong attention to detail.
• Able to drive deliverables through collaboration and cross-functional teamwork.
• Demonstrated proactive leadership of delivery objectives.
• Knowledge of creating and supporting career development plans, and of performance managing low performers.
• Experience growing talent and building succession plans within your team and the wider team.
• Understanding of business-to-business service environments.
• Able to create a positive work environment, maintain team morale, and establish healthy working relationships with team members.

• Bachelor's degree in Business Administration, Operations Management, or a related field, or equivalent practical experience.
• Significant experience in service delivery, account management, or program management, including senior leadership experience in a service-oriented environment.